Cloud Help Desk

Importing Tickets

Whether you’re moving tickets between two Spiceworks On-Prem Help Desks, the Spiceworks Cloud Help Desk and the On-Prem Help Desk, or
from another help desk to Spiceworks, this doc will help to make the process go as smoothly as possible.

Important note about custom attributes and admin/tech users

The custom attributes used in your tickets will be automatically created in your new help desk when you export then import your
tickets. The same applies to admin/tech users. Any admins and techs assigned tickets will be added to your Employee Administration
settings page, but will not be invited to your new help desk automatically. If the invited admin/tech already has a Spiceworks
Community account, they will have access to your Cloud Help Desk at this point (but they may not know it). Anyone who does
not already have an account will need to be issued an invitation which can be done through the Employee Administration
page.

Transferring tickets from on-prem to cloud

This process has a few more steps. Let’s start with getting your tickets out of the on-prem.

Exporting from your on-prem help desk

On your local Spiceworks installation, go to https://yourserver/data_migrations/helpdesk (replace “yourserver” with the
appropriate device name).

Click the Export button.

Go get yourself a drink or something. This will take a few minutes to complete. If you have a lot of attachments on your tickets, it
could take longer.

After the export process has completed, you’ll see a message telling you the “Latest Export Status” with how many successes and
failures. Click the Download File button below this heading to get your file to import to your Spiceworks Cloud Help Desk.

Importing to your cloud help desk

Choose whether you want your ticket numbers to stay the same or follow the current Cloud Help Desk numbers.

Click Import.

Transferring tickets from cloud to on-prem

Export your ticket data from the Cloud Help Desk by navigating to the Reports tab in your Cloud Help Desk and creating a
report for the tickets you want to transfer. Make sure to select the output as JSON.

Before importing your tickets into the On-Prem Help Desk, be sure you’ve already added any admins you need carried over from the Cloud Help Desk under Settings > Help Desk > User Accounts. Otherwise, ticket assignment and other bits of ticket info may be lost.

Troubleshooting inter-Spiceworks transfers

Did nothing happen when you clicked Import? Maybe you didn’t select a JSON file. Whatever file you feed the beast will be swallowed. But only a JSON file made by a Spiceworks Help Desk will return anything.

Did your import fail? The largest file size that can be handled properly is 500MB. If your exported file is larger than that, you can delete some attachments to help. Start by navigating to C:\Program Files (x86)\Spiceworks\data\uploads\Ticket and check the size of that folder. That’s all of your attachments. If it’s over 1GB, you should probably get rid of them. You can safely just delete this folder to export all of your tickets without the attachments. This is likely the cause of the problem.

Feedback form placeholder
| Delete this region to remove feedback form from page.